Milton Lee Email & Phone Number

San Francisco Bay Area

Tradecraft is a full-time product design apprenticeship program that prepares individuals to excel at high growth startups through a combination of hands-on-project work for startups, curriculum, and mentorship from industry practitioners.

• Identify and provide critical data analysis of systemic issues impacting business critical platforms and systems. • Create metrics and alerts in New Relic, Splunk and Zabbix to monitor highly available business platforms.• Define and advise improvements for the IT infrastructure in the production environment –revolving around availability, capacity, and scaling within AWS cloud architecture.• Provide second level escalation guidance for the OCC and Engineering on high priority incidents impacting business critical systems. • Support the IT Problem Management Process through the use of the ITIL Problem Management framework by discerning, researching and reporting on IT problems.• Drive Root Cause Analysis (RCA) through interviews with subject matter experts (SMEs), data collection and analysis and personal knowledge of business systems and processes to create meaningful corrective actions. • Create problem documentation through RCA’s and problem synopsis for senior management and vendors. • Collaborate closely with Engineering and Infrastructure teams to drive and deliver highly available and durable solutions, including corrective actions generated from RCA’s. • Conduct problem management meetings to help align support resources, diagnose problems and support communication efforts

• Monitored a national network of business critical devices, jobs and processes using Tumbleweed, Tidal and internally developed monitoring/alerting tools. • Provided effective and quick troubleshooting using available tools ensuring all critical threshold metrics are properly configured. • Facilitated as a liaison between various support groups during system outages. Worked with third party vendors and service provides on the remediation of outages. • Effectively managed escalated incidents reported to the OCC to ensure SLA’s are achieved or exceeded.• Provide accurate documentation of the incident instrumental to the ITIL Problem Management framework. • Contributed accurate and timely communication including notification to internal stakeholders and third-party vendors.

Master Of International Pubic Policy And Management, Public Policy Analysis

Bachelor Of Business Administration - Bba, Business Administration And Management, General